Verified: 25 March 2026 07:20 am CET
Industry: Sporting Goods, Apparel & Footwear Retail
Jurisdiction: Germany
Primary Regulator: General Consumer Law (BGB)
Important Safety Warning: Beware of fake customer service numbers on search engines. Scammers frequently target sneakerheads with fake outlet websites claiming massive clearance discounts. Puma staff will never demand you pay for shoes via a generic email payment link, wire transfer, or cryptocurrency, nor will they ask for your PUMA App passwords.
Level 1: Customer Support (Kundenservice)
- For Third-Party Retail Purchases: Stop! If your Puma shoes or apparel are defective, and you bought them at Zalando, Foot Locker, or Deichmann, you must complain directly to that retailer. Puma is not your legal contractual partner for the purchase.
- For Direct EU.PUMA.com / App Purchases: Log into your account to initiate a return or contact support directly.
- To Contact Corporate Support: Email the European service desk at service@puma.com or call the German support hotline at +49 (0)30 22 38 99 33.
- Availability: The support hotlines operate Monday to Friday (8:00–20:00 CET) and Saturdays (8:00–18:00 CET).
- Timeline: Standard inquiries are usually resolved within a few business days depending on ticket volume.
- Source Verification: Puma EU - Contact Us
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate a direct legal or financial dispute (e.g., missing refund from a puma.com order) by sending a registered letter with return receipt (Einschreiben mit Rückschein) to their legally registered headquarters.
- For E-Commerce / App Purchases: Address your letter to the Management Board, PUMA Europe GmbH, PUMA Way 1, 91074 Herzogenaurach, Germany.
- For Corporate Parent Group / Shareholders: Address your letter to the Management Board, PUMA SE, PUMA Way 1, 91074 Herzogenaurach, Germany.
- Timeline: A legally binding deadline of 14 days (set via your Mahnung) provides the company a strict timeframe to resolve a standard financial dispute before they legally default (in Verzug geraten).
- Source Verification: Impressum - PUMA Europe GmbH
Level 3: Regulatory Authority / ADR
- Commercial/Consumer Disputes: PUMA Europe GmbH explicitly refuses to participate in voluntary consumer arbitration boards like the Universalschlichtungsstelle. Do not waste time sending financial disputes or EU ODR complaints here.
- Data Privacy Violations: If you have an unresolved GDPR issue regarding your Puma App tracking or marketing data, you can escalate it to the Bavarian State Office for Data Protection Supervision (BayLDA).
- Corporate Compliance/Whistleblowing: To report severe supply chain violations, factory labor issues, or corruption, use the confidential Puma “SpeakUp” compliance portal.
- Source Verification: Universalschlichtungsstelle des Bundes
Level 4: Legal Action
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Pre-Litigation: Before initiating formal court proceedings, consumers should seek case-specific legal assistance from their local Consumer Advice Centre (Verbraucherzentrale).
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Court/Arbitration (The Privity Trap): Private consumers attempting to sue Puma directly for a defect in a shoe bought at a third-party retailer will have their lawsuit dismissed by German civil courts due to a lack of privity of contract (Vertragsrelativität). Consumers must sue their seller.
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Filing the Lawsuit: For direct puma.com purchases, undisputed monetary claims (like a refused refund) can be pursued via the judicial dunning process (gerichtliches Mahnverfahren) at your local Amtsgericht.
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Source Verification: German Judicial System Overview
Community Action: Is a third-party retailer refusing to honor your statutory warranty for a defective pair of Suedes, or are you struggling to get a refund from PUMA Europe GmbH for a returned online order? Reply below (do not share your passwords, full banking details, or account credentials), and our community will point you to the right legal templates!